Question 1

Website visitors fill out a web-to-case form on your company's website to submit a new case. They often call to be sure the case has been received. The Support Manager wants to eliminate these unnecessary calls into support and asks if an email can be sent back to the submitter of the case to let them know their case has been received and they will be contacted soon. What Salesforce support feature would you implement to satisfy this request?

Options :

A : Solutions Management

B : Escalation Rules

C : Assignment Rules

D : Auto-Response Rules

E : Case Teams

Answer: D

Question 2

Your company's Sales Teams are segmented into two categories: Business to Business (B2B) and Business to Consumer (B2C). The B2B Accounts need to be visible to the B2B Sales Team only. However, the B2C Accounts should be visible to both the B2B and B2C Sales Teams. What is the best way to meet requirement?

Options :

A : Set the Organization Wide Default for Accounts to Private, and then create a Sharing Rule to share the B2C accounts with both teams and another Sharing Rule to share the B2B accounts strictly with the B2B team.

B : Set the Organization Wide Default for Accounts to Private, and then instruct the B2B Sales Team to manually share B2C accounts with the B2C Sales Team.

C : Set the Organization Wide Default for Accounts to Public Read/Write, and then create a Sharing Rule to limit access to the B2B Accounts in order to hide them from the B2C Sales Team.

D : Create a new profile for the B2C Sales Team members and remove Read access to the B2B Accounts from it.

Answer: A

Question 3

Cloud kicks wants to track shoe designs by products. Shoe designs should be unable to be deleted,

and there can be multiple design for one product across various stages.

Which two steps should the administration configure to meet this requirement?

Choose 2 answers

Options :

A : Create a Custom Object for shoe design.

B : Configure a Custom Lookup Field for shoe design on the product object.

C : Add a custom master detail field for shoe design on the Product Object.

D : Use the Standard Object for designs.

Answer: A,C

Question 4

Lead record ownership was previously set to a Queue whenever new lead records were created in your Salesforce instance. The Chief Marketing Officer has dictated that this practice must be changed. The new process for Lead Ownership is to automatically assign ownership to an individual, based on the territory in which the lead resides, whenever the Lead is first created. What Salesforce feature would you utilize to fulfill this request?

Options :

A : Assignment Rule

B : Web-to-Lead

C : Escalation Rule

D : Web-to-Case

E : Workflow Rule

Answer: A

Question 5

When you use Outlook Integration and Sync, or Email to Salesforce to sync items, or add emails from your email app to Salesforce, any items that these features can’t automatically assign to Salesforce records appear in My Unresolved Items. Which of the following types of items will appear in the My Unresolved Items list? (select 4)

Options :

A : Contacts

B : Emails

C : Events

D : Chatter

E : Tasks

Answer: A,B,C,E

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